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Servion Presentation 20 April 2011
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Servion Presentation 20 April 2011

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This presentation was done in a Luncheon seminar at St Region on 20th April for Customers of Servion and Cisco Systems

This presentation was done in a Luncheon seminar at St Region on 20th April for Customers of Servion and Cisco Systems


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Transcript

  • 1. Customer Care in thePost PC Era...Peter Borup JakobsenCisco Systems@gociscocollab@arise2010© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
  • 2. average tweets per hour12.9million
  • 3. Content links shared on Facebook monthly>30billion
  • 4. YouTube Mobile videos served up daily100Million
  • 5. Number of People searches on Linkedin in 20102Billion
  • 6. Number of Singaporean’s on Facebook2.2Million
  • 7. Changing the way we work Collaborative Tools Text Voice, VideoNumber of Stakeholders Many Social Networking Video on Demand Discussion Forums Unified Communications Wikis Blogs Contact Center E-mail Conferencing IM TelePresence Documents One Voice mail
  • 8. Post PC Era... 2010 iPad + Mac = 12% PC Share 3.6B 100+ Mobile devices* Million Tablets 300,000 1.8B Daily Mobile Android web access 70% Activations devices* of college freshman**Gartner research prediction; Gartner Forecast: Tablet PCs, Worldwide, November, 2010
  • 9. a day in the life of Peter... 9
  • 10. a day in the life of Peter... 10
  • 11. Post PC era..?
  • 12. The need for a new approach Market Trends Business Impact Personal Factors !  Opex/Capex Management!  Dispersed Workforces !  Remote Agent !  Heterogeneous Environment!  Video Proliferation !  Rise of personal !  Complex Deployments collaboration/Social Media!  Content/Device Explosion !  Voice of the Customer !  Workforce/Capacity planning!  New Customer Service Channels !  Data security !  Ease of adoption!  Social Media !  Tools, Applications & !  Trust at a Distance Organizations in Silos!  Cloud Services !  Expertise/Info on Demand Traditional tools do not address these challenges
  • 13. Collaboration drives Business Value Cost Employee Customer CompetitiveReduction Productivity Innovation Intimacy Differentiation Messaging TelePresence Mobility Communities Customer Care IP Communications Conferencing Social Networking
  • 14. Trends in Customer Care Knowledge ManagementSocial goes Mobilemainstream Customer Experience Personalization of Customer Experience Real Time Customer SaaS & Service Virtualization
  • 15. Its not just about Voice anymore...The new customer service frontier
  • 16. My translation...““ The goal of The goal ofCustomer Care Collaboration isis not Customer not CollaborationCare itself, but itself, but greatgreat results. ” results. ”
  • 17. Cisco Strategic Direction Interoperable, Open Architecture Secure FlexibleInter-Company Consumption Models Integrated Experience Enterprise Pervasive Video Social Software
  • 18. Cisco Collaboration Architecture Devices Provisioning Desktop Mobile In-Room Federation Conferencing Customer Care Collaboration Enterprise Social Software IP Communications Applications Administration Maintenance Encryption Messaging Telepresence Client Services Medianet Services Client Services Framework Interface Lightweight APIs AAA COMMUNICATION Real-time Presence / Location Metadata Tagging Messaging Real-time Policy Collaboration Session Mgmt Data Sharing Social Graphing Management Services Operations Scheduling and Services Calendaring Authoring Semantic Processing Identity Workflow Recording/Playback Search CONTENT Transcoding Transrating Transcribing Security ServicesMedianet Services Auto-Discovery Auto-Configuration Resource ControlNetwork Services Transport Signaling QoS
  • 19. The Road to Customer CollaborationOperational Metrics Customer Intimacy Reactive Proactive Agents Agents, Experts, Dynamic Teams Solicitation Participation Cost Center Growth Engine
  • 20. Cisco Finesse!  Speed and efficiency in serving customers!  Highly customizable!  Web 2.0 extensibility!  Leveraging Cisco development in enterprise social software!  Support for Cisco’s Virtualization experience infrastructure
  • 21. Cisco SocialMiner 1. Capture! Cisco SocialMiner 2. Analyze and Prioritize!Airline lost my luggage! 3. Communication Workflow! Customer 4. Assign and Engage! 5. Continuous Refined Search! Customer Care Agent
  • 22. Implementation ProcessCisco Servion Servion Cisco Technology Culture
  • 23. Customer Example !Kotak Mahindra Bank and Cisco win prestigious Asian Banker Award for Best Contact Center Deployment in APAC region
  • 24. Closing...
  • 25. Thank you.